Customer Service Co-ordinator

2 weeks ago


Telford, United Kingdom Window Systems Division Full time

**Job Purpose**:
The role of Customer Service Administrator is to assist with the effective running of the Non Conformance System.

**Key Accountabilities**:
Processing completed returns paperwork following receipt from the Goods In/ QC Dept.

Raising credit request paperwork for authorisation.

Posting credit notes once authorisation has been obtained.

Chasing outstanding customer returns within agreed timescales and updating the Non Conformance System with details of the customer’s response.

Ensuring an excellent level of housekeeping on the Non Conformance System to include closing off old Non Conformances.

Making follow up calls to customers following delivery of replacement product in relation to quality issues and recording customer feedback onto the relevant Non Conformance Document.

Liaising with internal depts (production and warehousing) to chase through complaint investigation findings / sample validations.

Assisting the Customer Service Team with logging complaints in busy periods.

Entering scores from Customer Satisfaction Survey onto the relevant Non Conformance Document.

Adherence to all organisational policies.

Ensuring all tasks are completed to agreed deadlines.

Work efficiently and effectively.

Ensure effective communication with the customers.

Promote and display the Epwin Core Values.

To work as part of a team and contribute to positive change including system

and procedure changes.

Key Experiences and Skills Required:
Competent with Navision and Excel.

Good level of numeracy.

Strong communication skills.

Experience of complaints management (preferable).

Ability to gain and retain knowledge of technical details relating to our products.

**Performance Measures**

Attendance.

Efficiency.

Accuracy.

Adherence to agreed KPI’s.

**Personal Attributes**:
Excellent telephone manner.

Organised approach to work.

Ability to work on own initiative.

Attention to detail.

Inquisitive, tenacious and persistent.

Positive approach to the working environment.

Driven approach to work



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